I can't believe how stupid the support staff at iPowerWeb is!
I've been having problems with them for months... Every morning for about a month, 3 of my 4 domains were inaccessible. The 3 sites that were down were all on the same server. So I told them this. They told me (eventually) that this wasn't related to the problem.
Then I started getting MySQL errors on these sites throughout the day. I told them that there was a MySQL problem on this server, they told me there wasn't. Then they told me that another user on that server was consuming all the resources and crashing MySQL. Then they told me it was fixed, although it kept happening.
Every morning I would update the open tickets to let them know the sites were down. They would come back up in a few hours, but they wouldn't repond to my e-mails for 2 days... Then they would combine all of my open tickets into a new one and respond saying "all fixed". That is, until the next morning.
I sent an e-mail last week asking "If I want to move to a new host, what is the procedure? Can I move my domains, who updates the DNS, etc?". They never responded to that. Then I sent an e-mail asking for them to unlock my domains so I could move them myself. They never responded. Then I got a response to my other open tickets saying "Everything is fixed, now".
Then I finally got a response to my "what do I have to do to transfer" question:
Quote:
Dear Customer,
Thank you. I've set your account to cancel and our Billing Department has processed your cancellation request. Please allow 15/30 days for the credit card institution to be reimbursed IF any fees were assessed. Thank you for choosing iPowerweb.
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WTF?
After a flurry of e-mails and phone calls, they finally sent me an e-mail saying that they weren't cancelling anything.
I spoke on the phone with 2 different people and sent 4 e-mails about unlocking the domains. Then I updated my domains myself and signed up with a new host. But I still have an open reseller account with them, and they list my domains as active on their servers. I've got my e-mail accounts on their servers to forward to a another e-mail account, but mail is still being delivered to their servers. So I've been trying to close my account and get a refund from them. They keep responded to my earlier e-mails (from last week) telling me that everything is ok, servers are up, MySQL is working just fine.
Today I spoke with Elizabeth in their reseller billing department. I told her I want out since they can't seem to keep their servers up, I want to cancel everything and I want a refund. No problem, she tells me, she hears this complaint all the time. She said they'd process my cancellation immediately and will send a refund within 10 business days.
All good, so I thought!
I just got an e-mail from her (I think it's her, it's signed "Elizabeth") saying:
Quote:
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Thank you for your renewal, The sites are set up to auto renew the day before the expiration date, you may update your account's billing details by completing the secured online billing form at <snip>
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It seems that no matter what I ask them, they seem to answer a different question. And they don't do what I ask. I'll be so very happy when I finally get a refund from them and all my accounts are closed. I've also started the process of moving my domains to another registrar so they can't get at them - I don't want them to cancel my domains because I've asked them to do something else!
Sorry, I just had to vent. I'm with PiWebHosting now and haven't had a single issue since I moved.
How can iPower be this stupid?
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